Cancellation, Returns & Exchanges
RIGHT TO CANCEL
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right to cancel, you must inform us:
Equi Zone International
Steider Str. 99
48499 Salzbergen
Germany
Phone: +49 5976 3444906
Email: info@equizoneonline.com
of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email).
You may also exercise your right of withdrawal by using the online withdrawal form available on our website. Submission of the online withdrawal form constitutes a clear statement of your decision to withdraw from the contract.
Upon receipt of your withdrawal request submitted through the online form, we will provide confirmation of receipt without undue delay.
The use of the online withdrawal form is optional. You may alternatively exercise your right of withdrawal by email, post or any other clear statement as described above.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse all payments received from you in accordance with applicable consumer protection laws.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
(a) 14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us.
The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions
The right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised.
This includes, but is not limited to, made-to-order riding boots, personalised products, embroidered products and other items manufactured or modified specifically for an individual customer.
30-DAY RETURNS & EXCHANGES POLICY
In addition to your statutory rights, EquiZone Online offers a voluntary 30-day return and exchange policy.
This voluntary policy does not affect your statutory consumer rights, including your legal right of cancellation.
If you are not satisfied with your product, you may return or exchange eligible items within 30 days of delivery.
Please note that EquiZone Online is unable to provide a refund for items that appear to be soiled, used or damaged in any way, or for items returned without their original packaging and tags.
Exchange of free gifts, promotional items or bonus products is not permitted. If returned, no monetary or material compensation will be provided.
Made-to-order, custom-made and personalised products cannot be returned, exchanged or cancelled once production has begun.
BEFORE RETURNING AN ITEM
Before returning any item, we kindly ask that you contact our customer service team.
This allows us to provide the correct return instructions and helps ensure that your return is processed as quickly as possible.
Contact:
Please include our completed Return & Exchange Form with all returns and exchanges whenever possible.
Download Return & Exchange Form → HERE
EXCHANGES
Items may only be exchanged for a different size of the same product.
Exchanges for a different colour, model or product are not available.
If we are unable to provide the size you require, our team will contact you and offer an alternative size or a refund where applicable.
You must cover the cost of returning your item to us.
Shipping costs for replacement items must also be paid by the customer. An invoice for the shipping costs will be issued before the replacement item is dispatched.
Please allow up to 14 business days for EquiZone Online to process your exchange and dispatch the replacement item.
Should you require express shipping, please inform us before the exchange is processed.
RETURNS
To be eligible for a return, your item must:
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Be unused.
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Be in the same condition in which it was received.
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Be free from dirt, hair, damage and signs of use.
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Include all original packaging, labels and tags.
Any items returned without original packaging or tags may be refused and returned at your expense.
Important: Please do not attach labels, tape or paperwork directly to original product packaging or manufacturer boxes. If original packaging is damaged in this manner, a fee may be charged.
Made-to-order, custom-made and personalised products cannot be returned.
RETURN ADDRESS
Please carefully pack your return in a separate outer carton or padded postal envelope and send it to:
Equi Zone International
Kruppstr. 2
48499 Salzbergen
Germany
For returns from outside the European Union, parcels must be clearly marked:
"RETURNED GOODS"
For customers outside the European Union, we strongly recommend using your country's regular postal service rather than courier services such as UPS, DPD, GLS, DHL Express or similar carriers. Courier shipments may incur customs clearance fees and import processing charges that Equi Zone International cannot accept responsibility for.
REFUNDS
Refunds may be issued where products are found to be damaged, faulty, incomplete or incorrectly supplied.
Minor variations in colours, materials, finishes or product details may occur and do not constitute a defect.
If you have any questions regarding colours, specifications or product details, we recommend contacting our customer service team before placing your order.
If a product is faulty or an incorrect item has been supplied, please contact us at:
We will provide further instructions and, where applicable, a return shipping label.
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
Please allow up to 14 business days for inspection and processing of your refund.
Refunds will be issued using the original payment method wherever possible.
LOST RETURNS, EXCHANGES & UNCLAIMED SHIPMENTS
Please note that if return or exchange parcels are lost while being sent back to EquiZone Online, compensation can only be considered if valid tracking information is available.
We strongly recommend sending all returns and exchanges using a tracked and insured shipping service.
Equi Zone International cannot be held responsible for parcels lost during return transit where no tracking information is available.